The House reserve the right to refund any purchases prior to delivering products.
Christmas Returns Policy
We are happy to accept online purchases for exchange or refund until Sunday January 5th 2020.
This does not affect Statutory Rights
Faulty goods will only be accepted with proof of purchase.
This does not affect statutory rights.
The House does not accept returns of any jewellery items unless faulty, this is for hygiene reasons and does not affect statutory rights.
We offer a standard delivery of 2-3 working days, however we will try to get your parcel out as soon as possible.
All deliveries require a signature upon receipt. There is no one at the address supplied at the time of delivery, another delivery will be attempted on the next working day. If there is no one at the address after the second delivery attempt then your item(s) will be taken to the nearest parcel force sorting centre, where it is your responsibility to collect or arrange re-delivery. If you do not collect your item(s), or have them re-delivered, within 5 working days then your item(s) will be sent back to the house where you will pay for re-delivery.
We endeavour to process orders as soon as possible and the majority of our orders within UK mainland are delivered with 48hours of being received, provided it is before 2:30PM deadline.
The United Kingdom includes the UK mainland, not the Highlands & Islands, including Channel Islands, The Isle of Man and Northern Ireland. We have a standard delivery charge of £5.95 for Mainland UK.
If you are unsure of the above, or simply need clarification on a specific delivery, please either call us on +44 01642 790852 between the hours of 9AM – 5.30PM, Mon – Friday (excluding UK bank holidays).
We can deliver to alternate address, however, when placing an order you must use the correct billing address of where your credit card is registered where prompted – if you do not use this address when placing an order the AVS results will come back as ‘not matched’ from sagepay & subsequently your order will be cancelled as we will not be able to receive an authorisation from your issuing bank. There is a separate space provided to choose an alternate delivery address should you need it.
Sale goods must be cancelled within 14 days, once you have contacted us to cancel your order you then have 14 days to return the purchase to us.
Received a faulty item?
If you believe the goods received are of faulty manufacture please return them to us advising of the reason for return on the returns docket and we will inspect and advise accordingly upon receipt. If the goods are subsequently confirmed as faulty we will refund any carriage costs incurred.
Received an incorrect item?
We are only human and picking errors can occur from time to time. If you have received goods that you haven’t ordered please advise of the details by email to firstname.lastname@example.org and return the incorrect item(s). we will do our best to replace the incorrect item(s) as quickly as possible upon receipt of the original item and correct any carriage charges which you have incurred.
Package damaged in transit?
If a package appears to have been damaged in transit it is important that when you sign the couriers paperwork as such noting the damage to you consignment as this will speed up any possible insurance claim should that be necessary.
On occasion we may ship your goods in separate consignments at no additional cost to yourself. If this is the case you will receive an email advising of your multiple tracking references. If you have not received an email of advising of multiple tracking references and you are missing items from your order please email email@example.com we will investigate and advise by email.
Delivering to work addresses
The house will not deliver to alternative residential addresses but we are happy to deliver to a place of work. If you require an alternate delivery address I.E to your place of work please email firstname.lastname@example.org with the name and address of the business plus your internet order number and we will amend your delivery details once we have verified it is a bona fide business and you are employed at that location.
What happens if no one is in to sign for your goods?
As we use royal mail for our parcels, the delivery driver will leave a calling card at your address with instructions on how to collect / rearrange the delivery of your parcel.
Our standard delivery is 2-3 working days. International orders can take longer depending on your country. Royal mail do not delivery on a Saturday, Sunday or any bank holidays.
How to return an existing item?
Each order is shipped with an invoice and a returns docket which we ask you to complete and include in the return package with the goods. Please send the goods to the address shown at the bottom of your invoice.
Returning goods purchased online
Distance selling regulations ensure that all goods purchased online can be returned. We require goods bought online to be returned to us within 14 days of purchase for refunds / exchanges, however if we are contacted within the 14 days of purchase and notified that you would like to cancel your order then the 14 days return time scale will be granted from when you notified ourselves, this does not affect your statutory rights.
Refunds will be carried out as soon as possible on receipt of the goods once they have passed quality control. The refund will be made to the card used in the original transaction. Once we issue the refund to your payment provider it can take your card issuer 5 – 10 working days to allocate the sum in question back to your account. This time frame is outside our control and dictated by your card issuer.
European online dispute resolution
The European ODR allows consumers, traders and ADR providers to file, respond to, and handle disputes (including disputes where the trader and consumer are in different countries within the EU) online. The European ODR platform provides consumers and traders with a cheaper method than going to court, when a dispute needs to be settled.